MONICA D B

Technical Support (L2)

Bangalore,KA

Summary

Technical Support Specialist with 5+ years of experience providing frontline support across chat, email, phone, and virtual platforms. Skilled in troubleshooting SaaS applications, diagnosing issues, and delivering timely resolutions while maintaining high customer satisfaction (CSAT). Strong understanding of web-based applications, basic networking concepts, and ticketing systems. Proven ability to manage multiple cases, follow structured workflows, and escalate complex issues with complete context.

Overview

years of professional experience

Languages

Work History

Technical Support Specialist (L1/L2 Support)

Amazon (WTC)

Bangalore

05.2023 - 01.2026

Provided frontline support to customers via chat, email, phone, and remote sessions (Zoom/Teams).
Troubleshot and resolved product, configuration, and usage-related issues for SaaS applications.
Understood customer issues, reproduced problems, and documented findings clearly in ticketing systems.
Followed established troubleshooting guides, SOPs, and workflows to ensure consistent resolution.
Escalated complex or unresolved issues to L2/L3 teams with detailed context and analysis.
Educated customers on product features, best practices, and usage guidance.
Maintained accurate case notes and updated knowledge base (KB) articles for recurring issues.
Met defined SLAs, quality standards, and productivity targets consistently.
Collaborated with cross-functional teams to improve resolution efficiency and customer experience.
Accurately determined support level required by gathering customer and technology information.
Delivered high-quality remote support whilst maintaining professional demeanour at all times.

Technical Support Associate / Customer Support

IGT Solutions

Bengaluru

09.2020 - 05.2023

Delivered customer support via chat and email, resolving technical and service-related issues.
Diagnosed issues using structured troubleshooting and basic log analysis.
Managed multiple tickets simultaneously while maintaining high accuracy and response quality.
Escalated issues appropriately and ensured timely follow-ups.
Maintained documentation of cases, solutions, and troubleshooting steps.

Customer Support Executive

Promtitude LLC

Bangalore

04.2018 - 08.2020

Provided support via email and phone, resolving customer queries efficiently.
Guided users through troubleshooting steps and issue resolution.
Maintained CRM records (Salesforce exposure) and ensured accurate documentation.
Delivered excellent customer service with a strong focus on satisfaction.

Education

Bachelor of Commerce (B.Com) - Accounts

Bangalore University

India

Skills

Technical Support & Troubleshooting: SaaS application support, issue diagnosis, root cause analysis, escalation handling

Tools & Platforms: Zendesk (Exposure), ServiceNow, Jira, Salesforce (Exposure)

Technical Knowledge: Web applications, browsers, operating systems, basic networking concepts

Advanced/Preferred Skills: Basic understanding of APIs, authentication (SSO/OAuth), SQL (basic), JSON (awareness)

Documentation & Reporting: Knowledge base (KB) updates, case documentation, spreadsheets (Excel), reporting

L1 Technical Support

SaaS Application Troubleshooting

Ticket Management & Escalation

Timeline